Customer Service Representative

3 weeks ago

Irving, Texas, United States Hilltop Holdings Full time
Job Description

At PlainsCapital Bank, we're seeking a highly skilled Customer Solution Center Specialist to join our team. As a key member of our customer service team, you will be responsible for providing exceptional service to our customers via phone and Interactive Personal Teller Machines (PTMs).

Key Responsibilities:
  • Provide teller assistance to customers via live video technology, educating them on the use of PTMs and providing technical support.
  • Follow established customer service guidelines, consistently presenting a professional image and conveying a positive banking and customer service experience.
  • Assist customers with routine teller machine transactions, including cash and check deposits, cash withdrawals, transfers, loan payments, and account balance inquiries.
  • Identify banking and service needs through initiating conversations with customers, performing general services, resolving issues, or referring customers to a branch or other bank department for follow-up and resolution.
  • Answer customer inquiries concerning products, services, notices, statements, etc., and assist with internet banking, researching and assisting with debit card issues, and performing other various customer and account maintenance tasks.
  • Use a computerized system for customer verification, gathering relevant information to complete the transaction, validating information, and processing transactions.
  • Assist with the training of new employees, under the direction of management, by having employees shadow their customer interactions and reversing roles during the final stages of training.
  • Continually maintain working knowledge of all relevant company software, products, and services required to effectively answer customer inquiries.
  • Understand and utilize alternative delivery channels, educating customers and offering other channels to meet customers' constantly changing banking needs.
  • Initiate follow-up phone calls and assess potential customers' needs in order to open new accounts via online leads that have been submitted on the PlainsCapital Bank website.
  • May assist with resolving escalations if a Lead, Supervisor, or Manager is not available.
Qualifications:
  • High School diploma, general education degree (GED), or equivalent education required.
  • 2 or more years of retail banking, call center, or similar financial services experience required.
  • Excellent customer service and interpersonal skills demonstrated through in-person, live video feed, or phone interactions.
  • Bi-lingual with ability to read, write, and speak fluently in English and Spanish strongly preferred.
  • Effective verbal, written, and interpersonal communication skills.
  • Ability to establish a rapport and build relationships through a virtual or over the phone environment.
  • Maintains current knowledge of and follows all bank policies and procedures ensuring compliance with all security, audit, and compliance requirements while also ensuring protection of customer confidentiality and privacy.
  • Excellent PC skills, including word processing and spreadsheets via Microsoft Office products as well as the ability to learn and use custom applications and systems. Must have proficiency with 10-key touch.
  • Ability to multi-task while maintaining attention to detail and operating multiple computer programs to ensure transaction integrity.
  • Must be able to work a rotating schedule based on the department's hours of operation, which includes extended hours and weekends.

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